Comarch Railway SuiteIT that empowers green transportation

www.crm4travel.com

Comarch Railway SuiteIT that empowers green transportation

Although the passenger railway sector belongs in most states to public owners, it is driven by business values. Commuter and regional trains compete with car transport for passengers going to schools and offices. Hispeed aerodynamic train-sets are fighting with airlines for hi-yield business traffic. Comarch has designed and developed IT products that handle CRM initiatives, manage digital document flow as well as improve the digital infrastructure of railway operators. Visit crm4travel.com and learn more.

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IT that empowers green transportation

What is new is that railway operators have started launching

management techniques known to the airline industry.

Dynamic revenue management, flexible and restrictive tariffs,

railway loyalty programs – all of this has been employed

on the basis of the experience of air carriers. Comarch has

designed and developed software that powers the CRM &

MARKETING strategy of railway carriers, from the launch of

a loyalty program, through Business Intelligence works and

client segmentation, ending with online communication

through WWW and mobile applications. The product package

consists of 4 applications that can be freely integrated with

each other.

Hundreds of documents of railway carriers that are being

moved across departments and exchanged with external

partners each day require proper management and flow

control. Comarch ENTERPRISE CONTENT MANAGEMENT is a

dedicated tool for the effective management of processes and

assosiated documents of various type. With the help of this

efficient BPM module for process designing and execution, the

time required for different business activities can be reduced

from days to minutes – with all KPIs being monitored by a BI

tool. Learn more in the chapter “Comarch ECM”.

However, marketing initiatives need to be supported by

effective communication through every channel, both in

terms of the internal flow of messages as well as external

ones. Within the CONTACT CENTER & IT NETWORKS group of

solutions, Comarch offers products and services that enable

interactive, multichannel communication with passengers,

guarantee smooth implementation and management of WiFi

networks, guard WAN security and unify all communications.

In addition, Comarch offers the railway industry complex

services that manage servers, databases and storage

systems. An IT environment can be adapted to the changing

environment by properly integrating work. Provisioning high

availability IT systems as well as data archiving and backup

are also offered. More information can be found in the IT

OUTSOURING & INTEGRATION section.

Comarch Railway SuiteIT that empowers green transportation

Although the passenger railway sector belongs in most states to public owners, it is driven by business values. Commuter and regional trains compete with car transport for passengers going to schools and offices. Hispeed aerodynamic train-sets are fighting with airlines for hi-yield business traffic. Comarch has designed and developed IT products that handle CRM initiatives, manage digital document flow as well as improve the digital infrastructure of railway operators. Visit crm4travel.com and learn more.

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RAIL TRANSPORT IS GREEN TRANSPORT

A train journey reveals up to 90% less of CO2 emissions than trips taken by comparable means of transport.* In addition, this environmental footprint is on the decrease as ecological electricity plants grow in number. Modern trains convert the braking energy into electrical energy and give it back to overhead lines. Finally, the ecological issue is also beneficial for the railway transport in case of diesel-powered locomotives that pull heavy trains with bulk goods or containers (relatively low emissions per FTK).

Contents

CRM & MARKETING

Comarch Loyalty Management for Railways 6

Comarch Smart Analytics 7

Comarch Campaign Management 7

Comarch Travel Assistant for Railways 8

ENTERPRISE CONTENT MANAGEMENT

Comarch ECM 9

CONTACT CENTER & IT NETWORKS

Comarch Interactive Suite 11

Comarch Unified Communications 12

Comarch Monitoring IT 12

Comarch Support & Maintenance 13

Comarch WAN Security 13

IT OUTSOURCING & INTEGRATION

Comarch Managed Services 15

Comarch Systems Integration 17

Comarch Business Continuity 18

6

Comarch Loyalty Management for Railways

Comarch Loyalty Management for Railways is an enterprise-class application that powers any rail operator’s loyalty program.

The system is a derivative of Comarch Loyalty Management for Airlines, a system designed to enable Frequent Flyer Programs.

Apart from the full-range of functionalities offered to airlines, the railway edition also offers solutions characterized for railway

operators.

PRODUCT OVERVIEW

Various accrual rules can be employed including popular

algorithms based on ticket price. In addition, multi-channel

redemption options are offered and include on-board

exchange of points for upgrades in class of travel. The

scalable architecture of Comarch Loyalty Management for

Railways is able to match the growth of the new loyalty

program memberships. A set of interfaces complying with

the enterprise architecture enhances its smooth integration

with a railway’s software environment.

CRM tools support the effective management of

communication with customers. Security mechanisms

ensure safety of the stored data (e.g. balances, customer

data, etc.) as well as data sent between partners in various

locations. Advanced system algorithms provide railway

operators with fraud protection capabilities to guard against

and counter cases of loyalty program misuse. Multi-partner

programs can benefit from Comarch’s vast experience in

powering loyalty programs in retail and petrol industries.

BENEFITS

Smooth acquisition of data concerning railway passengers

that can later become a subject of analysis

A multi-partner program, including alliance partners, allows

to increases revenues from the sale of points to program

partners; the same can be achieved through issuing a

decision for a co-branded credit card

Introducing elite tiers enables to deliver substantial

privileges, such as access to a business lounge for the

most valuable client segments, and makes railway travel

even more competitive with air travel

Accrual rules based on algorithms that accrue an amount of

points relative to ticket price improve program economics

Multi-channel redemption options make a loyalty program

more attractive to program members

A RAILWAY LOYALTY PROGRAM - BUSINESS PROCESS

POINT ACCRUALBEHAVIOUR

REPEATEDBEHAVIOUR

REDEMPTION OF POINTS FOR AWARDS

SYSTEMATIC COLLECTIONOF PASSENGER INFORMATION

PURCHASE OF TRAIN TICKETS

PURCHASE OF ADDITIONAL

SERVICES

PURCHASE OF PARTNERS

GOODS OF SERVICES

ANY OTHER POINT ACCRUAL

ACTIVITIES

REVENUE GROWTH

DECREASED

ENVIRONMENTAL

BURDEN ATTRIBUTABLE

TO TRANSPORTATION

A SOURCE OF DATA FOR

BI ANALYSES BY COMARCH

SMART ANALYTICS

TRAIN TICKETS

UPGRADES IN CLASS

OF SERVICE

AWARDS PROVIDED

BY PROGRAM PARTNERS

ANY OTHER BONUSES

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Comarch Smart Analytics

Having gathered information, it’s time to prepare analysis. The multiplicity of information sources requires a reliable Business

Intelligence solution. Comarch Smart Analytics is a product that processes information from various sources and prepares

reports that affect managerial decisions. Link it to your loyalty program or to a corporate website and enjoy reports that will

shape the future of a railways business.

Comarch Smart Analytics is an analytical application

specialized in marketing data analysis. Data is downloaded

from many sources to one location, then cleaned, linked

and transformed. The goal of such processing is to present

information through the use of business language. In

addition, CSA differs from relational technology because it

views data as multidimensional cubes, which has proven

to be particularly well suited for data analyses. The product

can be augmented with carrier’s loyalty program, an official

website or campaign management tool.

Comarch Campaign Management

The railway operators compete with airlines and road transport. The final result of this competition also depends on the

effectiveness of marketing campaigns. As they need to be issued to a precisely targeted audience at a proper time. Comarch

Campaign Management is a response to these challenges and needs. This customer-oriented marketing solution supports the

creation and management of marketing campaigns.

The system optimizes the preparation process, simplifies

campaign management, automates its execution and

enables studying its results. It allows personalized multi-

channel communication with a large number of passengers

while reducing marketing costs. The set of processes is

presented in the diagram below.

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BENEFITS

The offer of a railway operator is now available anytime,

and in anyplace with Internet access

Ticket sales go mobile – CTA for Railways follows the trend

One-to-one dialogue with travelers

Direct promotion options

Place where e-tickets are held – no need to print them

Source of additional revenue

Extensive reporting capabilities

Comarch Travel Assistant for Railways

A globalized and digital world has made a new type of competitive advantage possible: access to information from any place,

at any time. Smartphones and mobile applications have made this requirement possible. Comarch Travel Assistant for Railways

is a mobile application developed with special attention paid to the informative requirements of railway passengers, including

requirements for localization and navigation services. In addition, the application can be a digital portal for a carrier and a

valuable source of additional revenue.

PRODUCT OVERVIEW

The Train Schedule module allows to search for train

connections. Application users can search for a departing

and arriving station, connection type of portfolio of

offered ancillary services.

The Ticket Booking & Purchase module enables users to

book a ticket and pay for it with the use of an electronic

card or Internet payment provider.

The My Itineraries module allows for immediate insight of

all data regarding conducted searches of connections.

Purchased e-tickets can also be looked-up.

The Localization services module offers localization

services which enable to indicate the nearest train

station along with schedule display.

The Loyalty Program module consists of a mobile

application designed for mobile devices like smartphones

and tablets. It provides a complete set of functionalities

which allow to participate in a program via a mobile

device.

The Notifications module distributes notifications and

alerts regarding the journey. These can be notifications

on purchased tickets, traffic disruptions or weather

forecasts for the arrival station.

The Advertisements and Commercial Announcements

module allows to manage advertisements and

commercial announcements displayed on a mobile

screen.

The Journey Status module allows to check train ride

status.

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Comarch ECM

Comarch ECM is an Enterprise Content Management solution that allows to manage the informative capital of railway operators

that is covered in both business and industry-specific documents in a complex manner. This universal tool enables to capture

and archive documents, work with documents, secure searching of content as well as support the business processes related

to them. Comarch ECM has been implemented in over 1000 clients in Europe, in a variety of industries.

PRODUCT OVERVIEW

The main objective of implementing such a solution is to

increase the efficiency of a company, its employees’ and

take control over the chaos of information by optimizing

processes. These effects are particularly visible with

implementations in the following areas:

Purchase Invoice Management (OCR, cost allocation,

acceptance of workflow)

Procure-to-pay (purchase procedures, orders, process

of acceptance)

Contract tracking (documents version control, approval

procedures by various departments)

Management and archiving railway operators’ documents

Train schedule planning

Management and storage of safety and security

documents related to the railway industry

Human Resources (leaves, delegations, employee’s file)

Management and archiving of project documents

(including technical and warranty documents)

Support in the implementation of ISO standards (audits,

processes, documents)

ECM

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RAILWAY TRANSPORT IS THE MOST EFFECTIVE PUBLIC TRANSPORT IN AGGLOMERATIONS

Railway transport carries millions of city dwellers en route to their jobs and back home each day. From Atlanta to Zaragoza, from Auckland to Zurich – trains, trams and metros all over the world enable to develop agglomerations and secure the economic prosperity of their inhabitants. In addition, the rolling stock speeding across cities reduces road traffic, improves the quality of air and is among the safest means of transport.

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Comarch Interactive Suite

Comarch Interactive Suite is an interactive communication platform that powers multichannel communication between

railway operators and their clients. The CIS package is a perfect form of communication especially in the case of Generation

Y passengers and allows for quicker and more effective communication with the use of modern channels than in the case of

traditional ones. Welcome to the world of WEB 2.0!

PRODUCT OVERVIEW

Video IVR- the module powers communication with the use

of a 3G phone. Due to video connection, communication is

easier and more secure than in the case of a traditional

phone call. No need to use a special application or upgrade

a Web browser. An user can establish a video connection,

there he can use an interactive menu which is more

effective than classic IVR. While waiting for a connection

with the Contact Center operator, clients can view

promotional films or other carefully selected multimedia

content.

Telepresence - a platform for video teleconferences in

B2B relations. Telepresence is a new technology that is

replacing classic videoconferences due to hi-res monitors

and cameras as well as a surround sound system – system

users can almost feel the presence of the corresponding

party. Realism of conversations is guaranteed by keeping

eye contact, the use of gestures, changes in voice tonation

– its just as if fellow conference membes were in the same

room and not thousands of miles away.

Web.Alive - a platform that uses the Unreal Tourtment

graphical engine. This solution is dedicated to

enthusiasts of FPP games and allows for interactive

communication with other gamers. Platform users can

generate their own virtual world, which can be located in

existing buildings or in futuristic, breathtaking forms. In

addition, meetings of platform users in virtual reality are

made possible thanks to fully-controllable avatars that

can greet each other, clap their hands or share files just

as easily as it is done in real life.

VideWeb - the platform enables video communication

without the necessity of installing dedicated software –

a traditional camera and Web browser is enough. A Java

applet is used and communication continues via SIP

protocol.

Comarch‘s rooms in Web.Alive

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Comarch Unified Communications

Comarch Unified Communications is a new approach to

business communication. Time matters and time is money.

In modern business world effective communication is

a factor that guarantees business continuity.

Comarch Unified Communications allows for integratation

with all communication channels like: e-mail, phone

calls, voice post or video connections into one surface.

In result, system users can exchange information in real

time regardless of the place they are actually at and the

communication channel they are using. Comarch Unified

Communications offers more fluent management of

information and boosts the effectiveness of business

processes. Furthermore, the solution results in the full use

of a railway’s resources, both tangible and intangible ones.

Comarch Monitoring IT

One of IT’s biggest impacts in improving day-to-day activities at railways is improved collaboration and decision making. The first

step in achieving such an improvement is a well-functioning IT Infrastructure. For this reason, Comarch provides its customers

with a Monitoring IT solution. Comarch Monitoring IT helps ensure quick and efficient reaction on network, server and equipment

failures and proactively preventing them.

WE OFFER ANALYSIS OF

LAN / SAN / WAN network

Oracle, MS SQL, DB2 database

VMware environment

Selected application elements through a dedicated agent

(active processes, working time, logs in/out and others)

Selected elements of the operating system through a

specialized agent (free space in the file system, installed

software, system load, time, etc.);

UNIX/Linux servers;

Hardware - UPS, temperature and humidity sensors, routers,

switches and all other hardware cooperate with SNMP

Hardware which can’t be monitored via the Ethernet

network - in this case, data is collected through a dedicated

agent, acting on a PC that is connected to the device via

RS-232, USB, or other communication interface

BENEFITS

Monitor your IT infrastructure 24/7/365 and allow alerting

you in case of problems

Technical Help Desk

Reports and statistics

Increased security of data processing;

Reduce downtime and business losses;

Plan and budget for IT upgrades;

Raising the level of security in the IT environment;

Ensure business continuity through proactive monitoring

and maintenance of key IT infrastructure services;

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Comarch Support and Maintenance

This fast and reliable data transmission network is your opportunity to gain a competitive advantage. IT Infrastructure, including

data network transmission, is the basis for your business activities, from data transmission, voice calls, video service, as well

as granting every employee access to necessary applications regardless of time and place.

Comarch Support & Maintenance is a solution focused on

providing support and maintenance at the highest level

after warranty service. This is a solution which ensures that

your IT Infrastructure runs at the speed of your business.

With unlimited available technical support according to SLA

parameters, our customers obtain a quick solution to all of

their product related issues.

Comarch WAN Security

Because Comarch cares for the safety and comfort of a used data network, it offers its customers Comarch WAN Security (CWS).

This is a package which contains additional security services for WAN transmission. CWS can be used for both the existing

network infrastructure, as well as a new one. The possibility of integrating solutions and supplement products with our own

components, which is frequently carried out by the request of individual customers, is one of our trademarks.

BENEFITS

Technical support for new and already used equipment

One contract for various levels of support

One point of contact for support continuity

Speed of response – a service based on SLA level

Reduce operating costs while increasing efficiency

High clarity and quality on a clearly defined range of

services

The package includes the following products:

Comprehensive protection of a corporate data network;

A group of products permitting safe usage of Internet

resources: firewalls and intrusion detection systems

(IPS), protection of e-mail servers (antivirus, anti-spam

systems), Web page access control;

A group of products permitting safe usage of Internet

resources: firewalls and intrusion detection systems

(IPS), protection of e-mail servers (antivirus, anti-spam

systems), Web page access control;

Manage a security policy in a company.

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HI-SPEED CONNECTIONS LINK BUSINESS CENTRES AND COUNTRIES

Governments all over the world are investing billions of dollars in hi-speed train connections. Such investments give growth impulse to national economies. Furthermore, fast train services offer convenient and ecological transport between business centres and countries in journey time comparable to air travel. The French city Lille, which is a hub city for TGV, Eurostar and the Thalys service, has experienced growth in the number of created jobs due to easy access to Paris, London, Brussels and Amsterdam.

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Comarch Managed Services

Comarch Managed Services consists of continuous administrative services that are handled by Comarch professionals remotely

from the office or directly at the customer’s premises. The services primarily apply to advanced server systems, database and

storage systems which are critical installations in a railway’s IT Infrastructure. Comarch’s certified engineers provide services which

include the highest SLA parameters. In addition, we manage the hardware and virtual platforms as well as the operating systems.

User interface

PRODUCT OVERVIEW

Operating systems administration

Management and administration of server service is an

acquisition of server infrastructure administrator’s duties in

customer environments. The scope of services is determined

individually with the customer and may include permanent

cooperation (administration and supervision of servers)

or occasional services (installation, reinstallation, update,

audits). Comarch is able to take full responsibility for managing

a customer’s system platform providing remote management

and administration of operating systems and monitoring

services 24 hours a day, 7 days a week, 365 days a year.

Virtual platforms administration

The scope of the services includes implementing a wide

range of virtualization solutions such as VMware ESX, Parallels

Virtuozzo, Oracle VM, Citrix Xen, Microsoft Hyper-V. Comarch

offers full support of the whole process of implementation

and the migration of existing physical environments to

the virtualization platform. We help customers diagnose,

manage and resolve problems related to a virtual environment

regardless of its vendor. We have experience and

comprehensive technical knowledge of the market’s most

popular virtualization environments.

Data Bases administration

Comarch offers comprehensive services related to the administration of Oracle and MS SQL databases:

Installation and configuration of databases on Linux, Windows, AIX, HP-UX, Solaris, both as single instances and advanced

configurations like Data Guard and Real Application Clusters

Installation and configuration of databases in HA clusters: Red Hat Cluster Suite, Veritas Cluster HA, HACMP, Oracle, Solaris

Cluster, etc

Daily administration (troubleshooting, tuning /optimization, installation of patches, elimination of errors)

Remote, proactive monitoring of database systems and 24x7 alert handling

Monitoring of performance and guaranteed quick response to production outages

Migration between different versions of any of the supported configurations and between any hardware platform

Preparation of a backup strategy fully adjusted to the customer’s requirements and preparation of data recovery strategies

BENEFITS

The provider takes full responsibility for the system

Transparent quality assessment method with guaranteed

SLA

Improved quality of service

24x7 pro-active monitoring and management

Access to experienced and professionaly engineer

resources

Reduction of system downtime

Easy access to know-how

Consulting included in the price of the services

Cost reductions for employees training

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RAIL TRANSPORT IS A MAJOR CONTRIBUTOR TO TOURISM DEVELOPMENT

Millions of tourists travel by train in Europe every year. One of the most picturesque routes are those in Switzerland operated by narrow-gauge carriers. The Glacier Express, linking St. Moritz and Zermatt, brings travellers into a magical journey to Alps through tens of bridges and tunnels. The Albula and Bernina lines, operated by the Rheatian Railway, are included in the UNESCO list of World Heritage sites. Clouds have never been easier accessible than by rail.

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Comarch Systems Integration

The Comarch Systems Integration product group comprises of a number of services, whose purpose is to adapt the customer’s

IT environment to their new business and technical requirements. Comarch supports it customers beginning from the analysis

and design phase of the new IT platform, through the delivery of appropriate equipment and software, up to the implementation

and maintenance phase. We’re referring here to both the launch of new systems on new platforms, extending the functionality

via software upgrades (e.g. by upgrading the database or backup system version) and also migration between systems, system

consolidation or virtualization of physical environments currently used by the customer.

PRODUCT OVERVIEW

IT platforms analysis and design

Comarch offers consultancy services in choosing the hardware

and system platform and mediation during purchase (the

possibility of obtaining attractive discounts). Thanks to this

service the customer receives a complete and adequately sized

hardware and system platform which will serve his needs. We

can also help with the integration of new and existing IT solutions

in the customer’s environment.

Physical environments virtualization

Comarch offers a virtualization of Customer’s existing physical

server environments. Virtualization of servers provides a higher

level of resources utilization without compromising safety or

reducing the systems availability. Virtualization significantly

reduces IT infrastructure costs and the costs associated with the

management of this infrastructure.

Implementation and migration services

The service carries out comprehensive implementation of the

system, beginning from hardware procurement, preparation

of the installation plan through installation and configuration of

devices, ending on post-installation documentation creation.

Hardware and software delivery

Comarch offers a wide range of IT hardware and software and

adapts it to the specific needs and requirements of the customer.

The offer includes: desktops, notebooks, monitors, printers,

servers, routers, switches, disk arrays, tape libraries, firewalls,

system software, antivirus software and other specialized

software (e.g. virtualization software). Comarch is a partner of

many large worldwide manufacturers and vendors of IT hardware

and software. There is also always a possibility to obtain

substantive and professional support and maintenance for the

purchased equipment.

BENEFITS

The unification of IT systems

Lower hardware, energy, maintenance and administration

costs

The creation of a professional IT development strategy

Reduction of system downtime

Easy access to know-how

Consulting included in the price of the services

Cost reductions for employees training

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Comarch Business Continuity

The Comarch Business Continuity product group consists of two products which are dedicated to providing high availability to

system components, minimizing the possible effects of an accident and a quick recovery process to a point in time before the

failure. This high availability solution is a service designed specifically for those customers where even the slightest critical

system failure can result in huge loss. Such customers are willing to invest in equipment and software solutions in order to

prevent a single point of failure in a system’s component which might cause a business application to be unavailable. The

backup and data archiving service is dedicated to companies which are aware of the validity of the data that is stored and

processed in their information systems. Comarch designs and implements a data backup and archiving system appropriate to

the customer’s environment size and can also administer it post-implementation.

PRODUCT OVERVIEW

Data backup and archiving

Thanks to the professional backup system we can reduce

the time spent on data protection and the time needed for

data recovery. Comarch adjusts backup and data archiving

solutions to the customer needs. We use the solutions of such

manufacturers as: Symantec (NetBackup, BackupExec), IBM

(Tivoli Storage Manager) and EMC (NetWorker), which allows

for great flexibility in the construction of a complex adjusted

backup and data archiving service in terms of both hardware

and the software. the offered services are also designing high-

availability solutions.

High availability solutions

The main reason for applying High Availability solutions is

the need to ensure continuous access to business-critical

applications and data. This is achieved through the use of a

cluster of solutions that minimize downtime caused by system

failure. High Availability services offered by Comarch include both

design and implementation of performance, as well as reliable

and mixed clusters. Reliable cluster solutions are designed in

such a way as to minimize the downtime of the customer’s

critical services. This is achieved mainly by eliminating the single

point of system failure (SPOF) and continuously monitoring its

processes.between physical servers without disrupting the

users access to resources and services.

BENEFITS

A higher level of data security

High reliability of process conduct

Easy information management

Solutions which are in accordance with legal regulations

Simple integration with existing business processes

The infrastructure is properly matched to the needs of

the business

Integration of backup and archiving solutions in one

environment

TCO minimization

Low exploitation costs

Reduction of system downtime

Easy access to know-how

Consulting included in the price of the services

Cost reductions for employees training

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Innovate the marketing strategy of your railway company. Employ the latest IT infrastructure solutions. Improve the intangible assets and yield tangible results. Learn more: crm4travel.com

Comarch Railway SuiteIT that empowers

green transportation

www.crm4travel.com

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Comarch is a leading Central European IT business solutions provider specializing in forging business relationships that maximize customer profitability while optimizing business and operational processes. Comarch’s primary advantage lies in the vast domain of knowledge accumulated in and applied to our software products. These products incorporate highly sophisticated IT solutions for businesses in all vertical sectors. Comarch has a multinational network of offices employing over 3500 highly-experienced IT specialists in Europe, the Middle East and the Americas.

Comarch Społka Akcyjna with its registered seat in Krakow at Aleja Jana Pawła II 39A, entered in the National Court Register kept by the District Court for Krakow-Środmieście in Krakow,

the 11th Commercial Division of the National Court Register under no. KRS 000057567. The share capital amounts to 8.051.637,00 PLN. The share capital was fully paid. NIP 677-00-65-406

Copyright © Comarch 2012. All Rights Reserved. No part of this document may be reproduced in any form without the prior written consent of Comarch. Comarch reserves the right to revise

this document and to make changes in the content from time to time without notice. Comarch may make improvements and/or changes to the product(s) and/or programs described in this

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respective owners.

EN-2012.08